Shifts and shift planning

Shifts are work periods that define when a case agent is available to work on cases. During an active shift, the system routes cases to the agent according to standard assignment rules. Agents start and end their shifts each workday, but managers can also start and end a shift for an agent.

Case managers and administrators can assign a primary topic and daily maximum to a shift. The primary topic directs case assignment to a specific category, and the daily maximum limits the number of cases an agent receives per shift. After the maximum limit is reached, no additional cases of the primary topic are assigned to that agent for the remainder of the shift.

When an agent decides to receive cases after the daily maximum is reached, they are assigned to cases with the earliest upcoming SLA due date.

Planned shifts

Case managers and administrators can plan and publish shifts for case agents. Preplanned shifts can be created individually, by batch, or by copying previous shift plans from a specific date.

Note: Publishing the preplanned shifts prepares the configuration and doesn't immediately assign cases. Cases are only routed once the shift of the case agent has started and the case agent clicks Get Case.

Actual shifts

When an employee starts a shift without an existing preplanned schedule, the system automatically creates an Actual Shift record in the Shift Plans table. This record captures all essential details of the shift as it occurs in real time.

This list shows the information that is logged in the Actual Shift section of the table after an agent starts their shift:
  • Employee ID
  • Name
  • Actual Shift Start
  • Primary Topic: If the agent doesn’t have a primary topic assigned in the planned shift, the default value is the agent’s configured Primary Topic.
  • On Duty status
  • Assigned Primary Cases Count: This column shows the primary cases count the agent has worked on during their shift.
  • Assigned Non‑Primary Cases Count: This column shows the number of non-primary cases that the agent works on during the shift. Agents can handle non‑primary cases when they get cases outside the primary topic or when the daily maximum for that primary topic is already reached.